The Client Queue was a core tool used by CDLLife’s client success team to manage hundreds of driver leads and notifications every day. Over time, the system had become cluttered and inefficient and reps were struggling to prioritize, missing key updates, and relying on workarounds outside the platform.

As Lead Product Designer, I partnered with internal stakeholders to simplify the experience and bring clarity to a high-volume workflow. Through user interviews and workflow mapping, we identified pain points that led to information overload and inconsistent follow-up. The redesign introduced a new notification architecture, visual hierarchy, and action model that helped reps resolve client needs faster and with greater confidence.

Following launch, teams saw significant improvements in efficiency, including reduced time-to-resolution and fewer missed notifications, making the Client Queue the trusted daily hub for client management.